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Customer Service
Contact Us
The best way to contact us is via email at customerservice@turtlecreation.com for any questions or comments. Your questions will usually be answered within 24 hours. Or you snail mail us at PO Box 1205, Guasti, CA 91743.
Of course, you can contact us at 951-968-0619 Monday-Friday 8:00am to 5:00pm PST
Shipping
Turtle Creation uses USPS and UPS as standard shipping methods. Banda watch bands, watch tools and some jewelry cases will be shipped via USPS (unless combined with other items). All other items will be shipped via UPS. All shipping rates will be calculated during checkout. You may check the shipping rates in your shopping cart at any time.
We ship Monday-Friday, excluding holidays. We DO NOT SHIP TO PO BOX; please provide physical address when checking out. 90% of our items are shipped the same day if the order is placed before 10:00am PST. However, some shipments might require 1 business day processing time before the item is shipped. We will do our best to ship the items as fast as we can.
We also provide express shipping via UPS. Order must be submitted before 9:00 am PST for same business day shipping. All express orders placed after the cut off time will be shipped the next business day.
By using Turtlecreation.com you have agreed to above shipping policies. Please feel free to contact us at customerservice@turtlecreation.com should you have any questions or concerns.
International Shipping
Please contact us with the item(s) you are interested in and we will forward a quote based on your location.
You may also use services such as Shop and Ship from Aramex (www.aramex.com/shopandship). They will provide a US physical address and ship the items to international customers once the items are received. This allows customers to consolidate shipments and save on shipping. We are in no way in connection with Aramex. Please contact Aramex if you have any questions.
Return Policy
Satisfaction Guaranteed
We guarantee our products. If you are not satisfied with the merchandise, we are more than happy to exchange or offer a full refund on any items. Returns and exchanges are accepted only within 30 days of purchase.
Returns must be postmarked within 30 days of receipt.
Returned item must be returned in the original new, unused condition as when it was shipped. Please include all packing materials, or it will not be accepted.
Damaged items
We check all merchandise for defects and damage prior to shipment, it is the buyers’ responsibility to check the product upon arrival to make sure it is free of any defects. Damaged goods due to customer negligence will not be accepted for refund or exchange.
Please contact us within 3 days if a damaged item is received and it must be postmarked within 10 days for a full refund or exchange. Any returns that do not meet the above criteria will be sent back to the customer.
Return Process
Please contact us at rma@turtlecreation.com for a RMA number. It will be emailed to you within 24 hours as well as RMA department address. After receipt of the RMA number, you may proceed to send the item back to us. We recommend shipping methods that offer insurance and tracking information such as UPS or FedEx for record keeping. We are not responsible for lost or damaged returned items during shipping. Note: Please mark the RMA number on the outer box for faster processing.
All requests will be processed after our returns department inspects and verifies the condition of the item. Return credits take approximately 7-10 business days to process upon receipt of the item. An email notification will be given. Please note that credit cards have different billing cycles, please allow 1-2 billing cycles for the credit to post. Shipping charges are not refundable.
Should you have any further questions or concerns regarding our return policy, please feel free to contact us at customerservice@turtlecreation.com.
Exchange and return policies are subject to change without notice.
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